Self-Service Virtual Queuing

Benefits of Virtual Queuing System for Airlines

By Ayesha Saleem on April, 28 2022

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Ayesha Saleem

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In 2020, approximately 50% of the adults in the U.K. reported being highly dissatisfied at airports because of long queues. It wouldn't be wrong if I say, the whole airport experience is overtiring and a waiting line just adds to a passenger's frustration.

Amidst airport fatigue, airlines have gained a significant benefit by implementing virtual queuing. Alaska airlines at the Seattle Tacoma International airport piloted the virtual queuing system to analyze the reduced waiting times of the passengers.

As the virtual queuing gets operational at Alaska's checkpoint, the management experienced a decrease in-crowd and a less chaotic situation.

Time waiting at the airport

Value of Virtual Queues for Airlines

A virtual queue allows a passenger to stay in a virtual lobby until his turn comes up. But previously, we are expected to wait at every stage of the passenger journey. Starting from check-in, and then leading to the baggage drops, screening, security checkpoint, gate waits, baggage collection, quarantine, and customs.

It exhibited a quite tough customer experience which indirectly impacted the customer feedback for the airlines as well. Virtual queues have turned the tables upside down for the passengers and airlines as well. Airlines Benefit from a Virtual Queuing System in several ways.

A virtual airport queuing aligns the collaboration of the stakeholders with the airline staff better along with the following other numerous advantages:

  • Increased passenger satisfaction with a lesser tiring process

  • More efficient operations especially the security screening

  • Generate significant interest in passengers with an automated system

  • Improved passenger flows at airports

  • Predictable wait times at security checkpoint

4 Ways for Airlines to Benefit from Virtual Queuing

1. Switch from Teller-Supported to Self-Sufficient Service Provision

Self-service at airports improves user experience. Automated technology plays a vital role in reducing passenger wait times. It makes the whole process easier and more convenient for both the airport/airline staff and the traveler himself. 

customers waiting in the virtual lobby

The self-Service Ticket Issuance and Collection kiosk let visitors generate the ticket themselves. Furthermore, the self-service facilities simplify the process for visitors in booking or collecting contactless pre-booked tickets swiftly.

As a result, staff invests their time in performing other important duties without distractions. Unless the visitors' turn to communicate directly with the agent comes up. Until that time the passengers will wait in a virtual lobby.

2. Effortless Passenger Check-In

Security checkpoints might be the most blamed areas at the airport for the passengers. But fairly speaking, there's a lot more than worsens the passenger's customer experience.

A smooth passenger check-in speeds up the boarding process and saves significant time of guest wait. Implementing advanced passenger experience solutions helps raise and maintain service standards.

A virtual queue allows you to organize, engage and measure passenger journeys and flows at key touchpoints. For that reason, several leading airlines are willing to know more about virtual queuing to implement it for seamless airport queuing.

Security screening

The smooth passenger check-in system contributes to the following:

  • No long line at counters

  • Elevate the customer experience with notification of passengers of flight updates and delays

  • Allow passengers to get in line to change flights, upgrade seats, and access other gate services

  • Reduce congestion and crowd around service counters

Also, send virtual offers to people’s smartphones. For example, discounts for airline passenger lounge or requests for oversold flight vouchers

3. Positive Impact on Airport Operation

After the Covid'19 outbreak, physical distancing became a compulsion for the authorities in every industry. Due to this virtual queuing is considered essential for the passengers.

"If applied correctly, Virtual Queuing can have a significant, positive impact on the airport operation,” said Kasper Hounsgaard, CEO of Copenhagen Optimization.

Precisely, for some industries, physical distancing means a lot more than just safer environments. In the future, the majority of airlines will gradually adapt and practice virtual queuing and self-service solutions at the airport. That indicates higher passenger satisfaction and lesser staff to manage crowded hours.

The time saved from guests' wait is spent elsewhere at the airport. Passengers freely roam around and explore the airport without getting into the hassle of long queues during busy periods.

4. Appointment Scheduling

Wouldn't it be great if passengers roam around the airport freely and get notified once their turn comes for check-in and boarding? A fixed time slot is a blessing in disguise. Customers will get a chance to look around as they arrive at the airport.

Even if customers are visiting the airport not to travel but for any other purpose like:

  • Customer appointments with vendors, airport operations, or airlines

  • Job interviews

  • Lost luggage pickup

And airlines can benefit from attaining the appointment scheduling system for their services with:

  • Manage future appointments

  • Checked-in appointments, and walk-in traffic from the same,

  • Easy-to-use screen

Also, the automated system will provide the customer with relevant, and actionable customer data. That helps in enhanced utilization of visitor profiles and delivering more efficient operations.


Evolution is unavoidable regardless of the industry we talk about. The timely adoption of innovative solutions keeps the business in a competitive race. Similarly, it's presumed by the airline passengers to have a chaotic experience as they plan to travel.

Just as the benefits extend, the simplification of so many disparate and painful processes would improve the passengers’ experience and therefore the customer experience of an airline as well. Virtual queuing requires more effort than just a technical implementation of it.

The staff and visitors must get familiarized with the system to fully avail its benefits. Making virtual queuing and utilizing the features correctly can add value to the quality service provision of airlines.

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